Account Manager, SMB

At Braze, we're a customer engagement platform that empowers brands to deliver great customer experiences.

Job Overview The Braze ANZ Account Management team drives commercial growth and retention across our existing customer base. As an Account Manager, SMB, you will own a high-volume portfolio of SMB and startup customers, operating as a commercial partner who helps them mature their use of Braze and convert that maturity into growth.

Responsibilities

• Own a high-volume portfolio of SMB and startup customers across ANZ, with full accountability for renewal, upsell, and cross-sell
• Prioritise ruthlessly across the book, directing time and executive attention to the accounts where growth or risk is most material
• Run a high-velocity commercial motion, moving a steady flow of renewal and expansion deals through to close efficiently
• Generate your own expansion pipeline through usage analysis, whitespace mapping, and maturity assessment, and capture upsell opportunities as customer consumption grows
• Build durable, multi-threaded relationships across marketing, CRM, and digital leadership, the C-suite, and founders
• Partner with Customer Success and Partners to run account plans and business reviews that connect Braze performance to customer outcomes
• Develop strategic commercial proposals and lead renewal and expansion negotiations to close
• Identify retention risk early using adoption signals, account health, and stakeholder change
• Achieve and exceed quarterly expansion and retention targets
• Maintain accurate forecasts with a clear view of deal progression, risk, and timing
• Build repeatable plays that hold across a larger book rather than one-off approaches
• Lead customer meetings virtually and in-person, with regular domestic and occasional international travel

Requirements

• 3+ years of experience in SaaS sales, account management, or similar, with demonstrated success driving revenue growth and retention
• Experience owning SaaS customer relationships end-to-end, including accountability for renewals, upsell, and expansion
• Experience managing high-volume portfolios with annual contract values from 30K to 150K
• Proven track record of consistently exceeding commercial targets in fast-paced, high-growth environments
• Demonstrated ability to build relationships and sell value to marketing, CRM, and digital stakeholders, as well as C-suite executives and founders
• Experience in the Martech, Adtech, or broader CX space is highly regarded, including CRM, marketing automation, customer analytics, email, or content marketing
• Excellent collaborator with a proven ability to work across Customer Success, Services, Marketing, Partnerships, and Sales
• Exceptional communicator, a confident presenter, persuasive writer, and trusted relationship builder with strong verbal, written, and numerical fluency
• Strong organisational and time management skills, comfortable managing competing priorities and a high volume of deals across a broad portfolio
• Self-starter with a high level of accountability, drive, and commercial acumen

What We Offer

• Competitive compensation that may include equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
• A curated in-office employee experience, designed to foster community, team connections, and innovation
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
• Employee Resource Groups that provide supportive communities within Braze
• Collaborative, transparent, and fun culture recognized as a Great Place to Work